December 2-3, 2025 l Free CX Network Webinar Series
Day Two
10:00 am - 10:30 am
EST
Omnichannel for the youth: Leveraging social platforms to connect to younger customers in more creative ways
For younger customers, traditional channels often aren’t where loyalty is built or lost. They expect brands to meet them where they are on social platforms that feel authentic and relevant to them. With research showing that the average Gen Z attention span is just 8 seconds, the challenge is not just showing up, but showing up creatively. Social and gaming platforms, from Reddit to Roblox to Instagram to TikTok, are providing brands with the opportunity to design exciting experiences that capture younger consumers’ imaginations. Brands that leverage these channels to build communities and design experiences feel less like marketing and more like genuine connection.
This session will explore how forward-thinking organizations are reimagining CX through social platforms, tapping into cultural phenomena and reaching customers in their leisure time. We’ll look at the tools and strategies needed to scale this kind of creativity responsibly.
Attendees will learn:
- What are customer expectations on social and gaming platforms, and what does this mean for CX design?
- Creative strategies for using social channels to deepen engagement and loyalty with younger customers.
- How to effectively fit social experiences into your wider omnichannel strategy.
10:30 am - 11:00 am
EST
Preventing shadow AI use: Building safe, transparent and scalable practices
The rise of generative AI has brought huge opportunities for CX but also hidden organizational risks. PEX Network research found that less than half of businesses currently have an AI governance policy and, increasingly, employees are experimenting with unapproved AI tools to speed up tasks or even solve customer problems, often without visibility from IT or compliance departments. This “shadow AI” can put sensitive customer and company data at risk, undermining trust and creating inconsistent experiences.
For CX leaders, preventing shadow AI use isn’t about stifling innovation, it’s about giving teams the right tools to succeed while protecting customer data, security and ultimately brand image. This requires collaborating with compliance and IT functions and, critically, training teams on safe and appropriate AI use.
This session will explore how organizations can foster responsible AI adoption in CX operations, ensuring innovation happens within secure, scalable frameworks.
Attendees will learn:
- The risks and hidden costs of shadow AI use in customer-facing functions.
- How to build governance models and guardrails for CX teams without blocking innovation.
- Strategies for choosing and enabling safe, secure AI tools that empower employees while protecting customers.
11:00 am - 11:30 am
EST
Generative AI for agent assist: Empowering the next-gen workforce
One of the most promising generative AI use cases is in agent assist, where AI doesn’t replace human agents but augments their capabilities. Generative AI Copilots can tailor responses in real time and surface knowledge base content instantly, as well as analyzing customer sentiment and intent in real time. These features can dramatically reduce handling times while increasing both agent confidence and customer satisfaction.
Deploying generative AI for agent assist, however, is not without its challenges. Leaders must address accuracy and data security concerns; choosing the right vendor is the paramount. CX leaders must also deploy change management, while ensuring that agents feel empowered rather than threatened by the technology. When implemented thoughtfully, agent assist tools help frontline staff to work more efficiently and focus on human connection.
In this session, we’ll dive into the use cases for generative AI as agent assist, outlining a framework for vendor selection and evaluating the best methods of change management to ensure smooth adoption.
Attendees will learn:
- Key use cases for generative AI in augmenting live agents from suggested responses to real-time coaching and sentiment analysis.
- The tools and platforms enabling agent assist, and how to choose between them.
- Strategies for change management: Ensuring adoption, building trust and measuring impact on CX and EX.
11:30 am - 12:00 pm
EST
Beyond traditional KPIs: Evolving metrics for a new CX era
CX leaders are increasingly moving past the limits of more “traditional” CX metrics to measure what really matters to customers. While NPS and CSAT still play a role, new tools and customer behaviors mean that modern CX demands a deeper view. Leading businesses now seek to capture not just how customers rate an experience, but how much effort it took, how it made them feel, and whether it drove long-term value. From Customer Effort Score (CES) to Net Emotional Value (NEV), Lifetime Value (LTV) and advanced behavioral analytics, organizations now have a growing toolkit for understanding customers in more nuanced and actionable ways.
This session will explore how these next-generation KPIs can be used to track and optimize customer journeys to provide richer insights and stronger business alignment than ever before.
Attendees will learn:
- How new CX metrics like CES and NEV uncover hidden drivers of loyalty and churn.
- Linking customer outcomes to business value through LTV and behavioral analytics.
- Best practices for building a holistic measurement framework that goes beyond simple NPS and CSAT.
